Description Robert Half is seeking a dedicated and experienced Remote Customer Solutions Supervisor to join our client’s dynamic team. The ideal candidate will be responsible for overseeing a team of customer solutions representatives, ensuring high-quality customer support, and improving service processes. This role requires excellent leadership skills, a customer-centric approach, and the ability to work effectively in a remote environment.Key Responsibilities:
Supervise and manage a team of remote customer service representatives, including training, coaching, and performance evaluation.
Monitor and analyze team performance metrics to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met.
Develop and implement strategies to improve customer satisfaction and operational efficiency.
Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
Collaborate with other departments to streamline processes and improve overall customer experience.
Conduct regular team meetings to communicate updates, provide feedback, and foster a positive team environment.
Maintain up-to-date knowledge of company products, services, and policies to effectively support the team and customers.
Regularly report on team performance, customer feedback, and other relevant metrics to senior management.
Requirements
Proficiency in CRM systems and Microsoft Office Suites including Microsoft Teams and Microsoft Outlook. Demonstrated ability to assist customers and resolve issues effectively. Familiarity with Five9 software. Experience in supervisory roles with direct supervision responsibilities. Exceptional leadership skills. Ability to handle conflict and de-escalate situations. Proficiency in complaint, dispute, issue, and problem resolution. Experience in a customer service supervisory role. Strong communication and interpersonal skills. Ability to work collaboratively in a team environment. Excellent problem-solving and decision-making abilities. Ability to handle multiple tasks and prioritize effectively. High level of attention to detail and accuracy. Strong organizational and time management skills. Flexibility to adapt to changing business needs and deadlines. Commitment to providing exceptional customer service.Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .